Senior AI Customer Success Engineer

2 weeks ago

London, Greater London, United Kingdom LogicMonitor Full time

LogicMonitor's AI-Powered Observability Platform Needs Your Expertise

At LogicMonitor, we're revolutionizing the way businesses monitor and manage their IT infrastructure with our cutting-edge hybrid observability platform powered by AI. Our flagship product, LM Envision, empowers modern enterprises to gain unparalleled visibility into their complex IT stacks, enabling them to deliver exceptional experiences for both employees and customers.

We're seeking a highly skilled Senior AI Customer Success Engineer to join our team and play a pivotal role in ensuring the successful implementation and adoption of LM Edwin AI, our groundbreaking generative AI-based incident intelligence solution.

Your Mission:
  • Technical Mastery: Leverage your deep technical expertise in observability tools, ITSM, and CMDB systems, particularly ServiceNow, to develop compelling use cases for LM Edwin AI.
  • Project Leadership: Manage customer projects from inception to completion, ensuring program success through meticulous reporting, tracking, and KPI determination.
  • Customer Advocate: Serve as the primary point of contact for Edwin AI customers, addressing technical inquiries and providing expert guidance.
  • Cross-Functional Collaboration: Work closely with product, engineering, customer success, and pre-sales teams to gather requirements, translate business needs into actionable use cases, and ensure seamless integration of LM Edwin AI.
  • Relationship Builder: Cultivate strong relationships with key stakeholders, conduct quarterly business reviews, and demonstrate the tangible value of LM Edwin AI to drive customer satisfaction and renewals.
Your Qualifications:
  • Bachelor's degree or equivalent in computer science, IT, or a related field.
  • 5+ years of experience in IT solution engineering or customer service within the technology sector.
  • 3+ years of hands-on experience with programming languages such as Python, Java, and Javascript.
  • In-depth knowledge of IT monitoring/observability tools and ServiceNow (ITSM, CMDB).
  • Proven ability to present technical information effectively to enterprise IT customers.
  • Familiarity with AWS services and other cloud platforms (Azure, GCP).

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